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Customer Appreciation!!!!

People return to restaurants, grocery stores, gyms and even churches because that establishment
fills a particular need for their patrons, who enjoy a variety of choices. Valentine’s Day reminds us to
reaffirm not only our level of commitment to that special someone in our personal lives, but also to our
customers. Wouldn’t it be nice if the suppliers of the goods and services we use often appreciated us the way
we appreciate our loved ones on Valentine’s Day? What can we do to make our customers feel appreciated?

As with that special person, we do appreciate clients 365 days of the year, but on February 14, we can take time to honor those people who help make us successful too.

A completely unscientific poll of 100 young people (ages 18 to 22) revealed a sense of uncertainty and dread regarding how to show appreciation on Valentine’s Day. If you do too much, the other person might get scared off. If you don’t do enough, you might be headed for a breakup, as the other person feels unappreciated. While remembering that people have choices, knowing how to achieve the right balance can be tricky in a relationship. The same is true in business relationships. When people don’t feel valued, they may not return.

Ways to surprise and delight your customers:

1. Increase the value added. Include a special service or good when you can. When I order dog treats from PetExtras.com, they always toss in some extra goodies for the dogs to try. They unexpected treats cost them very little, but they serve to make me feel as though they spent a few more seconds to care about my order.
2. Deliver surprises. One of my friends throws a golf tournament every year, and on Hole #5, all of the participants know there will be a surprise photo opportunity. It may be a celebrity, a rock band, an alligator, or a chef serving up samples. It is always a surprise, and people look forward to that surprise every year.
3. Spend a little more time listening, and then deliver. Really listen to what your clients need, and then try to go above and beyond what they asked for. For example, I know many associations are having budget issues, so I offer to conduct an extra breakout session for their conference as a bonus, or I film a promotional video just for their event, or I write an article for their publication to help promote the event. Anticipate what they want and then do it.
4. Become one of your clients’ best collaborators. Promote your customers’ causes and events. Contribute to their fundraisers with your goods or services. Retweet your clients’ messages. Repost their events. Publicize their achievements. Support your clients and help them spread the word about the great services they offer.
5. Write the card. Hallmark and other card companies know that cards still work. Cards take a little effort, and that personal touch of writing your personal sentiment is still meaningful. In the age of electronic communications, cards are more appreciated now than ever. Cards with gift cards inside are really appreciated.

This February, let’s celebrate and appreciate our customers!

~ 10 Tips for a Stress-Free Holiday ~

For many people, the holidays are stressful. So…

1. Go into the holiday season with the understanding that you have to be nicer to other people during this time, both for them and for you. We need to be cognizant that people are operating at a higher stress level during the holidays. When most people stress, they become more sensitive to the words and actions of others. Well-intended and humorous comments that might otherwise be laughed off or considered good-natured ribbing can be perceived as hurtful.Goal: Be more sensitive to the needs of others during the holidays.
2. Temper your expectations. People have unrealistic goals for the holidays. Yes, we’d all love homes that look like magazine covers, and a family dynamic that harmoniously resembles the Waltons. This is largely unrealistic.Mary’s favorite holiday rule: Plan for what you can do and be happy with the results. No one will remember that the candles didn’t match or that the tablecloth was wrinkled. The holidays are about making memories and creating happy moments that people remember with joy.
3. Shoot for success, not perfection, as my friend Alan Weiss says. Don’t worry about perfection. Think about what constitutes success for your holidays. Does it mean hosting one great cocktail party? Getting Christmas cards out before Valentine’s Day? Baking Grandma’s cookies for the neighbors and the office?If you know ahead of time what success means, you are more likely to be happy with the results.
4. Outsource what you can. Now may be the time to get help hanging Christmas lights, cleaning the house, and preparing food. Use your resources, and consider hiring some help to decrease your stress level.
5. Use technology to streamline tasks and improve your own quality of life. Last year, for the first time, I sent out an electronic Christmas letter. I realize that some folks think that misses the personal touch, but it allowed me to craft a pretty fun newsletter with pictures, updates, and all of my contact information. For my friends who don’t have email, I simply printed the newsletter and mailed it to them. It saves on postage, saves on addressing envelopes, and is environmentally friendly.
6. Coop your friends. For those fun but sometimes time-consuming tasks such as tree-trimming, cookie baking, and log chopping, get together with friends and make doing whatever you need to accomplish a party. I always love cookie swaps, and I was delighted to be invited to one in early December. I love trying other people’s recipes and having a chance to talk with friends. The assortment of cookies then becomes my go-to dessert when I attend other holiday parties.
7. Over communicate. During November and December, most people are overcommitted, short of time, and even shorter on attention. Help each other by reminding people of appointments, gatherings, meetings, and parties. Just because the event made it to that person’s calendar does not mean that it is in the forefront of their mind. So back each other up. Drop your friends an email note or give them a call, “I’m looking forward to seeing you on Friday at 12:15 at the Marriott. Do you need a ride?” or “I just wanted to see what time you are going to arrive at the party on Saturday night.” It helps brings those events into focus, and your friends will get a little serotonin rush when they are reminded that they are going to see you. For the introverted people, sometimes holiday parties are a source of stress. Your reaching out to them makes them feel as though their attendance matters, and it increases their chances of coming.
8. Offer specific support. The holidays are a sad time for some people, especially for introverted people, people in a new area, those away from family or friends, and military families with deployed service members. Watch for signs of depression or isolation among friends, families, colleagues, students, and employees.Businesses and managers need to be especially mindful of how their people are doing. Depression rates soar during the holidays because people often expect the holidays to be a magical time of happiness. When those expectations are disappointed, people can become depressed. Inclusion is the key to solving problems of isolation. Reach out to others and invite them to events. Follow up to make sure they know that you sincerely want them to be part of the gathering.
9. Give yourself a present of presence. Try to enjoy each little moment, rather than worrying about what is going to happen in six hours (I know, and I am a planning person, but too much of that can get in the way of enjoying the moment). Focus being in the moment and enjoying whatever is happening right now.Tim Saunders recommends substituting the words “have to “ with “get to.” I get to pick up the kids at school. I get to set the holiday table. I get to see my friends and family at a party tonight. Just substituting those verbs on your to-do list creates a sense of gratitude.Many people postpone enjoyment because they mentally feel as though they need to gear up for enjoyment. Take the time to be happy now.
10. Make giving a part of the season. Try to practice anonymous and random acts of kindness. Many of us know people who really do not need another single thing in their homes or their lives. So please consider supporting a charity or giving a goat, or a chicken or a cow or a rabbit in the name of your gift recipient. Organizations such as www.heifer.org or www.Kiva.org provide livestock and resources to people and villages who desperately need sustainable food resources. It can save lives, and it makes for a unique and worthwhile gift.

Please enjoy a stress-free holiday!

Black Friday

I love Black Friday, the day when retailers’ books go from red to black because of the profits they make on the day after Thanksgiving. It is a dance, of sorts, between the retailers, trying to woo customers into spending as much as possible, and the consumers who are trying to buy products at the lowest possible prices. Thanks to advanced advertisements and internet specials, die-hard Black Friday shoppers comparison pre-shop days before Thanksgiving, and have a plan for exactly where they will be at 4 in the morning on Friday.

Some stores opened at midnight Thanksgiving night so that shoppers could shop all night. (This is a little too New Moon for me, but it is very helpful for shift workers.)

The frenzy that now comprises the Black Friday shopping madness makes some wonder whether or not the lower prices are worth the lines, crowds, and fatigue. I go out every year because I find it entertaining to watch, and because nothing else is quite like the hunt for a great deal. What I saw were some retailers being smarter about sale items – instead of advertising low priced items in the stores, those items were marked with the same tags as non-sale prices, making it more difficult for the non-prepared to find the loss leaders. This was a good idea on the part of retailers, because customers had to be both smart and motivated to get the great deals. In many cases the great deals were sold out at 6:05 when the store only opened at 6:00 am.

Black Friday is a perfect example of pure market competition. Buyers know the prices throughout the selling market, and sellers hope to make up in volume what loss leaders cost them.
I saw people with ads from several stores, simultaneously checking print ads with online specials. Buyers were being smart, which delighted me. Stores had plenty of personnel, lots of inventory, and steady sales, who also pleased me. This is how a market is supposed to work: Buyers and Sellers coming together in an exchange of goods and services, at price and quantity equilibriums that satisfy both.

According to early numbers, Black Friday was good for both buyers and sellers. That is the way the free market is supposed to work – both sides are supposed to gain and feel as though they benefitted by the transaction.

Mary Kelly
www.ProductiveLeaders.com
www.Organize-You.com

Mary’s Cranberry Sauce/Relish

One of my friends asked about a cranberry relish/sauce.

I use this for everything – Emily’s Layered Cranberry Ring, and Cranberry Bread. Just dump it into a cranberry bread recipe or a mix. It is also great with turkey or ham as well.

1 package cranberries ( fresh, in the produce section)
2 oranges
½ – 2/3 cup sugar
¼ cup water

Rinse and sort cranberries in a colander. Throw out rocks, leaves, and smashed cranberries.

Dump in a 3 quart saucepan with water and sugar. While that starts to cook over low-medium heat, juice the 2 oranges and add juice and a little pulp to the saucepan. With the smallest setting on the cheese grater, grate the outside, oranges part of the washed oranges to get about 1 full teaspoon. Add to saucepan and stir. When the berries start to pop, you are close. Mixture will start to thicken and be delicious. You can add more sugar if desired.

Mary Kelly
www.ProductiveLeaders.com

I am returning from a National Speakers Association (NSA) conference in Phoenix, Arizona. (I know, who listens at Speakers Conferences? It begs the question.)

What struck me was how many people, and I mean literally, every single person I spoke to, was willing to share their best practices on marketing, platform skills, book publishing, creating clever stories, and all parts of operating a speaking business.

People shared their good, bad and ugly aspects with a transparency that was both honest and inspiring. People actively look for others who are maybe not as far along as they are in the speaking world and they mentor them. It reminds me of a quote that states something like “Wherever you are, there is someone behind you. Maybe they are 2 steps, 7 steps, or a mile behind you. Wherever you are, wherever you might be, you’re in a position to reach behind you, grab someone else, and push them forward.”

What I find so motivational is that it appeared to me that everyone at NSA was actively looking to find people they could push forward. Wow. We would create opportunities for each other. If everyone in business pushed each other forward, we really would make a bigger economic pie.

Have a great Thanksgiving week!
Mary Kelly
www.ProductivLeaders.com
Mary@ProductiveLeaders.com

As I got into the elevator at the airport, I was struck with how fabulously happy and grateful I felt that moment.

A friend dropped me off at the airport, other friends called to make sure I was going to the National Speakers Association conference, and still more friends called to see when I was returning. What fabulous friends! As I stood in the elevator I was just overcome by how wonderful to is to feel completely cared for by many wonderful, kind, caring people. How thankful I am for the people in my life who bless me on a daily basis.

Then I walked out of the elevator, and a little boy running toward the elevator tripped, tossing his coke all over me and my clothes.

But I laughed because I had 4 layers of clothing on, because it was 20 degrees when I left my house. And I was full of gratitude because I abundantly own 4 layers to wear.
Mary Kelly
www.ProductiveLeaders.com

I consider myself a fairly organized person, although those closest to me might disagree. My business files are always maintained extremely well, but my office is not picture perfect. It is neat, and I can generally find anything I want quickly, but apparently I have my problems stem from areas that cannot be seen. Such as the inside of my desk.
So I decided to clean out my office desk drawer and provide my loyal reads with an accounting of the inventory tucked inside. It seems like a prelude to a Christmas song. The Twelve Days of Desk Drawers:
1 pair of scissors
2 Starbucks cards
3 paint can openers (those key looking things)
4 nail files
5 rolls of tape
6 lonely bullets (no idea, afraid to ask myself)
7 lost buttons
8 books of stamps (I always have stamps – when I was in my teens a wise lady once told me that responsible people always have stamps, which also may be why I get a trifle bit annoyed at people to drive to the post office and then stand in line just to buy one stamp. One stamp people! Buy a book! Carry it around with you! But I digress from my desk),
9 single earrings (I don’t have a place on my body for single earrings, just to clear that up)
10 batteries
11 post-it note pads
12 pens without caps on them.

And yes, I do feel lucky. And grateful because to me, these things are signs of wealth. I talked with my friend Chris in Kenya, and when I say he has nothing, he literally has nothing. So yes, I am filled with gratitude. And my desk drawer is cleaner!

Once Upon a Pancake

I love the idea that we get to eat cake for breakfast. Same ingredients, syrup instead of frosting, but cake for breakfast. Since I seldom eat dessert after dinner (I am usually way too full), I think it is helpful to occasionally celebrate the of the day with cake. Okay, I realize that nutritionally this could be improved with fruit and egg whites and maybe some spinach, but I like the idea that we get to enjoy good things first.

I was looking at my “good dishes” yesterday and realized that I had not used them for years. They are gorgeous, with a rim of sterling silver setting off a white plate. They are elegant and beautiful. They were also expensive and I live in fear that I will break one.

How silly is that? To not use the “good china” because I am worried about losing one, when I am essentially losing all of them by not using them.

Then I thought, how many of my friends are a little dusty (metaphorically) because I have not seen them in a while? I have great friends and I miss them, even the ones I have not spoken to in a long while.

So I think I will apply my pancake idea to the rest of my life. I am going to wash off my good china and reconnect with some old friends.

Mary Kelly
www.ProductiveLeaders.com
Mary@ProductiveLeaders.com

Things I Could Do Without, But Am Really Glad I Don’t Have To
1. Morning coffee
2. Evening tea
3. Hot showers
4. Red wine
5. My car
6. Running both computers at once
7. My GPS
8. My IPOD
9. Online banking
10. NASCAR

On this Veteran’s Day, I am grateful to every single person I ever served with, for, and everyone who served before and after my time in the service. (That is a boatload of prepositions.)  I cannot imagine how my life would have turned out if I had not joined the military.   The people I worked with, of all ranks, taught me invaluable life lessons, gave me challenges, and enabled me to grow as a person.   I didn’t like every single day of every single job (who does?), but I did learn every single day in every single job.  It was a great career, with great people.  I do feel humbled by the people who surrounded me every single day, and I am gratful that I spent 25 years of my life in uniform.   The military made me who I am, blessed me with lifelong friendships and bonds, and gave me life experiences that I could never have otherwise.

On this Veteran’s Day, when people are thanking veterans, I want to thank America for allowing me the opportunity and privilige to serve. It truly was my honor, every single day, to be part of America’s finest.

I am thankful that the pieces of my printing puzzle are coming together to make the binder version of the manual happen. I am thankful that I have wonderful friends who helped me with the cover designs. I am thankful that the right people are in the right place at the right time to make everything happen. I am thankful that I have colleagues who have the courage and grace to tell me what needed to be improved as the writing progressed. AND I am thankful that I am getting the orders that make the production a happy necessity!
Mary Kelly, PhD
www.Organize-You.com

I have a fairly humorous family and some absolutely hilarious friends. One of my friends writes a blog that just makes me laugh out loud and giggle. It is at http://scotchandcupcakes.blogspot.com/2009/11/i-want-to-live-in-catalog.html

What a wonderful gift! If you know of other really funny sites, please let me know!

Mary Kelly
www.ProductiveLeaders.com

The 30 Days of Thanks

Last night I was at the Memorial Hospital, where I volunteer at the family room outside the Neonatal Intensive Care Unit.

The hospital has 13 channels, and one of them had the Lawrence Welk Show.

I love that music, and was quite pleased when one of the families left that show on the hospital TV. The Lawrence Welk Show used to air on Saturday nights, and my grandparents watched it religiously. So I knew the names of the cast members, and most of the songs. I think it is probably why I love Big Band music and the songs of that era. I confess that watching the Lawrence Welk show again last night made me smile, remembering Saturday evenings with a fire in the fireplace, playing cards, drinking tea, and watching “Welkie.”

My grandfather passed on, and when I was living in Hawaii in the 1990s, I was fortunate enough to meet Cissy King, one of the singers and dancers, and one of my grandmother’s favorite performers. She was very kind and sent my grandmother a signed portrait. It was a terrific birthday present for my grandmother, who lived until she was 103.

Thanks Lawrence Welk!

Dr. Mary Kelly, CDR, USN (ret)
www.ProductiveLeaders.com
Mary@ProductiveLeaders.com